Solved 3CX iPhone Client

[SVanBC]

Hello (again),

Today a customer of our whos 3CX we maintain called us with an issue regarding his iPhone not receiving any calls when he is out of the office (no LAN, but connection over 4G). As this is mandatory for him, he needs this fixed asap.

We installed 3CX on 3 devices: 1 x Snom phone and 2 x iPhone 7 devices. We enabled the PUSH notifications on the extensions and calls are working OK. However (he claims) that when he leaves the office, the ringgroup will NOT ring his phone. Only the SNOM device and the iPhones connected to the LAN (where the PBX is located) will ring.

I've put it to the test: I took my iPhone 7 and loaded one of the profiles and started monitoring. As I saw a call incoming on the PBX device, i checked my phone, which has 3CX NOT running in the background. After a while, 3CX push notification pops up. I do notice that there is a MAJOR delay in ringing over LAN or 3G/4G.

The fact that it does not ring on the clients iPhone makes me think he has the wrong settings or an older version. When checking it out client has iPhone app version 15.2.11.297, latest and notifications enabled in settings. I'm getting stuck.

Another thing I noticed is; the iOS certificate on OUR PBX (71050) is different than the certificate on theirs (71354). Checking the updates page shows NO CERTIFICATE updates.

If anyone has any clue, i'd be happy to hear.

Thanks

 

[YiannisH_3CX]

Hello @SVanBC

The costumers IOS certificate is correct as it is the latest. Have you tried sending a new welcome email for the clients extension to see if that works?
Also when on 3G/4G does the client connect when opened? What version is the PBX?

 

[SVanBC]

I've send the extension to my phone and no succes.
If the app is open or running on the background, the calls come in.
PBX is at 15.5.0

I've recently opened mapped port 2195 and 2196 to the LAN address op the PBX. Still monitoring calls atm. I did notice following lines in my log files:

11/01/2018 14:08:16:234 | 8 | There's another STUN server that resolves to the same IP: 151.XX.XXX.XX:3478/UDP fk=0; ignored
11/01/2018 14:09:20:468 | 9 | [CM503003]: Call(C:186): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5080
11/01/2018 14:09:20:487 | 9 | [CM503003]: Call(C:186): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5488
11/01/2018 14:09:20:489 | 9 | [CM503003]: Call(C:186): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5488
11/01/2018 14:18:38:169 | 9 | [CM503003]: Call(C:187): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5080
11/01/2018 14:18:38:186 | 9 | [CM503003]: Call(C:187): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5488
11/01/2018 14:18:38:187 | 9 | [CM503003]: Call(C:187): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5488

 

[YiannisH_3CX]

Set the PBX to verbose logging, by navigating to Dashboard / Activity log /Options and set the logging level to verbose. Restart all services to clear logs and for the change to take immediate affect.
Replicate the issue by calling the extension that is connected to 3G/4G.
Once that fails navigate to C:\ProgramData\3CX\Instance1\Data\Logs (assuming a windows installation) and open the 3CXDialer log. If the Push was sent successfully you will see the message "Push Sent successfully" otherwise you will see an error indicating what went wrong.

 

[Vali_3CX]

@SVanBC

Also, tell your customer to check - in device settings - if 3CX is allowed to use cellular data.
A full test is following:
- in device settings (not in control center!) disable WiFi and allow cellular data;
- open 3CX client and see if it registers and make call OK. If yes, then the push should work too, if not - not.
- enable WiFi/Cellular back.

 

[SVanBC]

Thanks for the fast response! As our customer kept calling about this issue, I couldn't sit back and stare at the PBX as I was pretty sure there was no misconfiguration.

So what I did:
- Logged on to the firewall, opened port 2195 - 2196 (totally missed this one at the installation, however 3CX firewall always passes).
- Drove to the customer
- Uninstalled/Installed the client, resend activation mail, loaded in the client and made a call..
- FIXED!

Not sure what is on the base of the issue; the ports? Was it the client? The profile?
It rang on my iPhone even though it was not working on theirs.

I can confirm that they both can call over WiFI/3G/4G and that PUSH is working as it should.

Fingers crossed it stays this way!

 

[YiannisH_3CX]

Glad to hear the issue has been resolved and thank you for the update